NOC Manager

Torrance, CA

Posted: 02/13/2019 Skill Set: Infrastructure Job Number: JN -022019-699
Responsibilities:
  • Manage and operate a 7x24x365 Network Operations Center (NOC) ensuring high availability and reliability of services
  • Manage 7x24x365 monitoring, reporting and response to incidents
  • Manage successful service delivery which is measured by SLA achievement and high level of customer satisfaction
  • Provide department leadership across all ITIL service areas including service management, incident and problem management, continual service improvement and customer satisfaction
  • Supervise technical staff, holding regular staff meetings, and ensure adequate personnel coverage for hours
  • Drive key measures via metrics, to include Service Level Agreements, reporting and status meetings. Collect and analyze monthly performance metric data for reporting
  • Ensure the use of ITIL (Information Technology Infrastructure Library) compliant practices as well as corporate and site-specific policies and procedures throughout program, introducing incremental improvement. This includes ensuring all NOC staff are educated regarding processes and periodic audits to ensure they are being followed.
  • Recommend, document and review new processes as needed
  • Support technical integrity of work performed and all deliverables
  • Create and maintain policies, standards, and procedures
  • Routinely provide after hours and on-call escalation support within SLA s
  • Occasional travel

Requirements:
  • 7+ years of experience in an enterprise IT/Operations environment, including significant cross-functional project management experience
  • 3+ years of experience in a NOC or IT Service Desk Management/Supervisor role
  • Working knowledge of general client and server operating systems and back-office applications, including but not limited to the Microsoft Windows Operating System (multiple versions), Microsoft Office, Microsoft Excel, Microsoft Outlook, etc.
  • Strong communication skills in the English language, with the ability to communicate clearly with both technical and non-technical personnel in high-stress situations
  • Demonstrated success in planning, organizing, leading and oversight of people and activities. Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.
  • High level of professionalism, particularly working with and assisting clients with technical questions and issues
  • Ability to produce and maintain documentation of information security systems using a variety of tools (i.E. Microsoft Word, Microsoft Visio, Microsoft Excel, Microsoft SharePoint, etc.)
  • Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations
  • ITIL Foundations or equivalent certification and experience

Desired skill set:
  • Bachelor s degree in computer science, information systems or a related field, or equivalent corporate or military training
  • VMware VCP, MCSE, CCNA, CISSP or equivalent certifications
  • 5+ years of expert level hands on skills with traditional networking technologies
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